IT Support Lead

You will lead hands-on IT support for a remote global organisation. You will manage and mentor an End User Support Specialist, coordinate support tickets and escalations, automate support workflows, oversee IT procurement and vendors, and maintain reliable systems, onboarding, offboarding, security, and compliance processes.

Responsibilities

• Manage and mentor the End User Support Specialist
• Coordinate support tickets from creation through resolution
• Act as the escalation point for complex or high-stakes issues
• Provide hands-on end-user troubleshooting and support
• Build a high-performance, data-oriented IT support culture
• Support AI and automation adoption in IT support workflows
• Identify tools and approaches that improve IT support efficiency and cost-effectiveness
• Automate processes and reporting where appropriate
• Own IT procurement, vendor selection, and vendor relationship management
• Source and arrange international delivery of laptops and hardware
• Monitor and audit vendor and provider performance
• Develop procurement approaches for distributed hardware and service sourcing
• Manage and monitor core IT systems against BAU standards
• Ensure seamless IT onboarding and offboarding
• Communicate incidents and resolution plans with vendors and service providers
• Collaborate with SRE, Security, and Workplace teams on IT security, compliance, and reliability

Requirements

• 5+ years of IT support or IT operations experience, including team management or mentoring
• Experience using AI tools to automate workflows and improve support processes
• Experience with user access management in a multi-SaaS environment
• Experience with MDM and EDR products
• Understanding of LAN and WLAN infrastructure, structured cabling, switches, firewalls, and access points
• Knowledge of Linux and Mac operating systems
• Familiarity with on-premise server hardware and operations
• Command-line proficiency in Linux and Mac environments
• Understanding of software development teams and their tools
• Financial discipline
• Knowledge of common open-source software products
• English proficiency at C1 level or native level

Benefits

• Token allocation where legally possible
• Remote-first work environment
• Flexible hours
• Team and company-wide retreats
• Work laptop